Client Support Analyst

SAP Reston, VA

The Client Support Analyst I provide first level end user resolution to customer inquiries escalated through all access channels. The support is often consultative and addresses basic to intermediate service-related matters. The Client Support Analyst I perform a wide range of subject matter expertise in the area of SAP Concur cloud-based products and solution including the Concur Travel and Expense management product and/or ConcurGov.


This is an in-office position and does not support remote work.

 

Responsibilities:

  • Receive client inquiries via all access channels (Portal, Chat, Email and Phone) regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines. 
  • When appropriate provide consultative guidance to customers towards the resolution to their service issue.
  • Communicating issues with internal groups to resolve urgent or escalated issues when needed.
  • Evaluating incoming, existing tasks, and routing them to the appropriate team.
  • Utilize various methods of retrieving logs and locating logs manually if needed.
  • Effectively manage expectations that are set with customers.
  • Plan and prioritize day-to-day activities in a fast-paced environment: Show flexibility and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.
  • Maintain accurate, high-quality, and timely documentation for all steps and activities undertaken to resolve client issues/questions.
  • Escalate unresolved client issues as necessary to ensure timely resolution.
  • Logically diagnose and resolve basic to intermediate issues, or determine resources required to resolve escalations.
  • Routinely update the client, following SLA (Service Level Agreement) guidelines, on active issues to gain additional information or to advise of status.
  • Interface with other SAP Concur departments as necessary to resolve customer issues.
  • Maintain working knowledge of products including new releases and new products.
  • Be aware of and comply with all corporate policies..
  • Serve as a first level of escalation and work directly with clients on escalated cases and concerns.

 

Education, Experience & Training required:

  • Associates degree in a technical field or equivalent experience (Bachelor’s degree preferred) 
  • Familiarity with customer service and support for software or other information technology products.
  • One or more years of troubleshooting software/hardware issues.
  • One or more years in a role interfacing with customers
  • Travel industry knowledge is preferred but not required.
  • Ability to pass a background check.
  • Must be able to obtain Government Public Trust security clearance.

 

Job Specific Knowledge and Specialized Skills:

  • Excellent analytical, written, and verbal communication skills, including persuasion and documentation skills.
  • Ability to think logically.
  • Ability to plan and to prioritize.
  • Ability to deliver results and meet SLAs (Service Level Agreements) in a fast-paced environment.
  • High personal standard of Customer Service
  • Familiar with Windows OS (Operating System), basic security and its built-in applications.
  • 1 or more years of experience in working in enterprise PC/Mac LAN/VPN environments
  • Experience in utilizing a CRM system to track and resolve issues.
  • Travel industry and global distribution system knowledge a plus

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